let me start out by saying, in this time of COVID 19, travelers should recognize that the state of the world has shortages in staffing no matter where you go. People have quit jobs and do not want to
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work currently. Going on a vacation, you must expect that carries over into this industry. You are not staying at a five star luxury hotel. this is a family hotel with great options.
we have been going to this hotel 8+ years and will continue to go.
PROS
The staff that you will interact with are amazing. Most of them put the customer first and you feel it. Habib was amazing!!!! going to recognize Rob at the lagoon pool who was helpful and thoughtful our entire stay and that was 13 days! the lifeguard staff was wonderful to my special needs son as well. the dining room although not as nice as one should be and does not offer much of a selection is clean, and the employees are accommodating and very pleasant. Luis, Jeff (both of them -- one at the mexican place), Michael and their staff helped us and were very generous with my son. thank you Eve for sending the goodie basket to our suite. This hotel is quite run down, yes we all know.... COVID hit, closed, lay offs, until you reopen you have no idea what is happening and needs attention. Let's not forget they filed bankruptcy and we can tell they are putting money into it now to renovate as noted with the new arcade. it takes time to turn things around after the trauma we all experienced during the last two years with COVID. the horrible reviews need to be taken with a grain of salt. we knew going in we wanted certain items for our suite so we did a quick walmart run to be comfortable. Our attitudes going down, do not stress, enjoy.
CONS; it is disgraceful at that front desk. we are IGH members and were waited on quickly but others were they and obviously stressed as two agents were gabbing and offering no assistance. in a business, those employees are the first experience at your hotel. they are the face of that holiday inn during check in. it really should be addressed, this has been an issue for YEARS. also, once you are checked in, forget ever speaking to the desk. i spent over an hour two days in a row trying to call them even with my cell from the outside, no one answers.
one other area that is really bad. housekeeping. we had a suite for 8 for the entire 13 days/nights, they visited ONCE and that was because i spoke with 3 different supervisors to get someone. we checked in and there were 8 bath towels essentially for 8 guests for 13 days????? seriously. truly a disgusting situation. we had to keep going to housekeeping carts for towels. we bought our own toilet paper, paper towels, soap and shampoo. this really should be resolved. our floor was disgusting by the end of our stay, as well as the bathrooms. i know when we checked in the toilets were already dirty. kitchen with no dish soap, dishes, etc. we had a coffee maker but no cups for the coffee.
we will visit again but my hope is that the cons are resolved. it could really be a wonderful experience for everyone if these were... many of your horrid reviews site these as well.
can't wait until our next visit
the Wolfe family [Less]
